Legal

Acceptable Use Policy (Helplexa)

Last updated: 12th October 2026

This Acceptable Use Policy explains what is not allowed when using Helplexa. It applies to all users, businesses, workspaces, widgets, conversations, integrations, and content connected to the Service.

This policy forms part of our Terms and Conditions. By using Helplexa, you agree to comply with this policy.

Summary

You must not use Helplexa for illegal, harmful, abusive, deceptive, sexually explicit, high-risk, infringing, or platform-abusive activity. We may suspend, restrict, or terminate access where we believe use of Helplexa creates legal, safety, security, payment, app store, infrastructure, or reputational risk.

1. Prohibited uses

Illegal activity

You may not use Helplexa for any activity, product, service, content, transaction, or communication that is illegal where you operate, where your customers are located, or where Helplexa provides services.

Adult content and sexual services

You may not use Helplexa to operate, support, promote, or facilitate pornography, sexually explicit content, adult entertainment, escort services, prostitution, sexual services, fetish services, adult live chat, adult video, or services designed primarily for sexual gratification.

Exploitation or abuse

You may not use Helplexa for content or activity involving child sexual abuse material, sexual exploitation, human trafficking, non-consensual intimate content, coercion, harassment, stalking, abuse, or threats.

Hate, violence, and harassment

You may not use Helplexa to promote hatred, harassment, violence, abuse, discrimination, or harm against individuals or groups based on protected characteristics, including race, ethnicity, nationality, religion, disability, sex, gender identity, sexual orientation, or age.

Fraud, scams, and deceptive practices

You may not use Helplexa for phishing, impersonation, fake support services, misleading claims, fake reviews, investment scams, get-rich-quick schemes, pyramid schemes, deceptive billing, hidden fees, or activity intended to mislead or exploit users.

Malware and technical abuse

You may not use Helplexa for malware, spyware, ransomware, credential theft, spam, bot activity, scraping, service disruption, unauthorised access, attempts to bypass limits or security controls, or misuse of Helplexa systems.

Regulated or high-risk businesses

You may not use Helplexa for high-risk or regulated industries unless we have expressly approved it in writing. This may include gambling, weapons, drugs, cannabis, tobacco, financial services, cryptocurrency, debt collection, medical or pharmaceutical services, or other businesses that require licences, checks, or enhanced compliance.

Intellectual property infringement

You may not use Helplexa to sell, promote, distribute, or support counterfeit goods, pirated materials, unauthorised brand use, copyright infringement, trademark infringement, or other violations of intellectual property rights.

2. Workspace names and public URLs

Workspace names and Helplexa subdomains must not be abusive, misleading, sexually explicit, illegal, hateful, infringing, impersonating another person or brand, or reserved for Helplexa system use.

We may block, rename, suspend, or remove workspace names at our discretion, including names that contain or suggest adult content, fraud, impersonation, restricted industries, offensive terms, or reserved words such as admin, api, support, billing, test, demo, or similar.

A workspace name being available during signup does not mean it is approved for ongoing use.

3. Customer conversations and content

You are responsible for the content sent, received, stored, or processed through your Helplexa workspace, including customer conversations, profile information, widget content, attachments, and integrations.

You must not use Helplexa to collect, request, store, or transmit sensitive information unless you have a lawful basis and appropriate safeguards. This includes payment card details, passwords, government ID numbers, medical records, or highly sensitive personal data.

You must ensure that knowledge articles and uploaded images are lawful and authorised for publication. Do not publish confidential, personal, or sensitive information in a public knowledge article.

3A. Responsible use of AI agents

If AI agents are available and you enable them, you must comply with section 5A of our Terms and Conditions. AI can make mistakes even when knowledge and instructions are correct. You must keep sources current, test before deployment, monitor live responses regularly, correct known errors and maintain appropriate human oversight and contact options.

You must not deliberately generate artificial resolutions, use automated spam to consume AI allowances, evade restrictions or manipulate usage records. You must not instruct an agent to deceive customers, impersonate a human, make unsupported claims or commitments, produce unlawful or discriminatory content, or bypass Helplexa's safeguards or usage limits. Do not remove or obscure AI disclosures or present generated answers as guaranteed accurate or as professional advice.

You may only import or crawl content you are entitled to use. A public URL does not by itself grant permission to copy, process or disclose its content. Do not use crawling to access authenticated or restricted pages, bypass access controls or website restrictions, or import confidential or sensitive information without the required authority, lawful basis and safeguards.

Do not use agents as the sole basis for decisions with legal or similarly significant effects on individuals. An AI error does not excuse unlawful use. Report serious safety, privacy or abuse issues to [email protected] and disable or restrict an agent where necessary to prevent further harm. We may restrict AI Features where we reasonably consider their use unsafe, abusive or contrary to our Terms.

4. Integrations and third-party services

If you connect Helplexa to third-party services, you must comply with the terms and policies of those services.

We may disable or restrict integrations if your use creates risk for Helplexa, violates third-party rules, or appears to involve prohibited or restricted activity.

5. Enforcement

We may investigate any workspace, account, business, conversation, domain, or usage pattern that we believe may violate this policy.

We may take action at any time, including blocking a workspace name, refusing registration, limiting features, disabling widgets, suspending a user or workspace, removing content, terminating access, reporting illegal activity to relevant authorities, or preserving records where legally required or necessary to protect Helplexa.

We may act without prior notice where we believe there is legal, security, safety, fraud, infrastructure, payment, app store, or reputational risk.

6. Review and appeals

If you believe your workspace was blocked or suspended by mistake, contact us at [email protected].

We may ask for more information about your business, website, ownership, intended use, licences, or compliance processes before restoring access.

7. Changes to this policy

We may update this Acceptable Use Policy from time to time. If changes are material, we may notify users through the app, website, email, or other reasonable means. Continued use of Helplexa after changes take effect means you accept the updated policy.